Fleet News

Fleet Services: Offshore centre is key to keen prices

MAJOR blue chip companies have been criticised for shipping call centres to India, but one fleet services group claims savings of up to 40% can be made on overhead costs.

Ipswich-based Town & Country Assistance, which deals with motor claims, has offices in India dealing with its claims handling processes.

Tim Rankin, the group's managing director, said: 'It would be impossible for us to provide the high level of accident management service we offer our fleet managers at a competitive price without having an offshore facility.

'We wouldn't argue that 'offshoring' is suitable for everyone, but for a company in a highly labour-intensive industry such as ours, and one that is looking to improve its service offering while reducing the cost at the same time, it is the only option.

'It is essential to stress that we're not dealing here with Third World standards of service but with very high quality facilities and a staff consisting almost exclusively of highly intelligent and committed graduates.

'The same standards and service provision would be hard to achieve in the UK, particularly at a competitive price. With many businesses facing recruitment difficulties here, in India we have 60 quality applicants for every vacancy.'

Town & Country Assistance has had centres in India for four years, operating for the last two as part of WNS Global Services, a business process outsourcing group with 4,000 staff in three offshore centres.

The majority of Town & Country's staff remains in the UK, but the company currently has 85 employees in India and has progressively 'offshored' its claims handling processes as the business has grown.

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